ValueJet has introduced a new artificial intelligence-powered customer service tool designed to make air travel easier for passengers, marking a major digital shift for the Nigerian airline.
The carrier announced that the technology, named VIKI, was unveiled in Lagos and is being positioned as Africa’s first full-scale AI digital concierge for airline customer support.
The system is built to help passengers handle key travel tasks quickly, including booking flights, changing reservations, checking in online, receiving real-time travel updates, and getting travel information through messaging platforms such as WhatsApp and Telegram.
The News Chronicle gathered that VIKI is designed to reduce stress around common travel issues by offering instant responses and guiding customers through processes without the need to visit the airport or struggle with traditional airline websites.
The tool is also text and voice-enabled, allowing passengers to speak commands and receive verbal replies, a feature expected to improve access for visually impaired travellers.
ValueJet’s management says the move is aimed at addressing long-standing service challenges in Nigeria’s aviation space, including slow response times, limited customer support channels, and delays in service delivery.
Company officials described the launch as a significant step in its digital transformation plan and as a new way to engage passengers.
The rollout of VIKI follows the airline’s earlier use of an internal AI system known as TOPS, created to support staff operations and decision-making.
